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APAC Head of Service

3 months ago

Singapore Fiserv Full time

Calling all innovators – find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

APAC Head of Service & Client Experience

The Vice President, Head of Operations and Merchant Services APAC, will provide leadership, expertise, and thought leadership to the regional operations and Merchant Service team, ensuring consistently high-quality, empathetic, and differentiated operations across the region. This includes driving operations excellence, efficiency, and productivity – across Onboarding, Logistics and Field Services, Financial Settlements and Transaction Servicing – by bringing operations insights, best practices, and delivery excellence to Fiserv APAC, through active leadership and hands-on involvement across country and regional teams. This operations leader will codify operations best practices and service experience across the region to enable a step-change in operational quality, productivity, and efficiency.

The Head of Operations and Merchant Services APAC will ensure that the Asia Target Operating Model remains aligned and relevant to the regional business. This will include leading regional strategic projects to review and improve operations efficiencies, look for continuous improvement and automation to enhance operations capabilities and service levels, and drive the modernization of operations capabilities to support a differentiated client experience. Responsible for LTR and NPS scores and Client SLAs and Cost of Quality improvement for the Merchant Business in APAC.

What you will do:

  • Establishing the direction, capability, unity, and consistency of the Operations function across Asia Pacific being responsible for driving operations excellence, efficiency, and productivity across country teams and regional COEs. Monitor key performance indicators to track operational performance, identify trends, and implement corrective actions as needed. Ensure operational compliance with industry regulations, data security standards and internal policies.
  • Develop and implement operational strategies to enhance efficiency, quality and customer experience across Asia Pacific operations, driving change and continuous improvements across client segments to meet and exceed customer expectations and strategic business objectives. Identify opportunities for process improvement and automation to enhance operational effectiveness and reduce costs.
  • Work in close collaboration and partnership with a broad range of stakeholders to ensure seamless end-to-end service delivery and to ensure that regional Operations capability remains aligned and relevant to the support regional business growth.
  • Manage Service Channels including Voice, Email and Chat for both Enterprise Merchants, Partners and SMB merchants for Payment Gateway, Card Present and Omnichannel Products.

What you will need to have:

  • Operations Leadership – A demonstrable track record and reputation driving operations excellence, efficiency, and productivity ideally within customer centric and innovative organisations in Asia Pacific. Preference for payments or broader financial services industry experience. Out-of-the box thinker with ability to deal with complexity and multi-dimensional issues; energetic, high impact and can-do attitude; ability to drive outcomes through influence as much as control and strong ability to influence behaviours and build culture.
  • Outstanding Leadership & Interpersonal Qualities - including team management and an ability to drive and motivate; experience leading geographically dispersed teams to produce technical deliverables including rallying the team around the vision by making it real and tangible for them as well as driving a strong performance and services culture. A passion for leading from the front and for developing talent to achieve greater strategic goals and performance; an ability to collaborate as a partner with internal peers and stakeholders; hands-on, detailed & strategic; transparent communicator with well developed emotional intelligence.
  • Results Orientated – Comfortable setting ambitious goals and meeting them through innovation and flawless execution. Genuine passion for the delivery of 'best in class' operations quality, productivity, and efficiency. A professional level of self-confidence to believe they will meet and exceed the high expectations of the business. Intellectual curiosity, drive and self-motivated.

Thank you for considering employment with Fiserv. Please:

  • Apply using your legal name
  • Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune magazine's "World's Most Admired CompaniesTM" 9 of the last 10 years, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won't ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won't send you a check to cash on Fiserv's behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.